Service Desk Lead at Scott AFB

Scott Air Force Base, IL, United States of America
Nov 23, 2022
Dec 23, 2022
Full Time
Service Desk Lead at Scott AFB
Job Profile:
Infrastructure/Systems Administration M2

JR Type:
Job Category:
Information Technology
Minimum Clearance Required to Start:
Percentage of Travel Required:
Up to 10%
Type of Travel:
Continental US, Local
Program/Opportunity Name:
Opportunity | USTRANSCOM Information Technology Service Management Enterprise Support Managed Services (ITSM) aka MITS
Referral Bonus Plan:

Job Description:

CACI is looking for a Service Desk Lead to support our customer, U.S. Transportation Command (USTRANSCOM), at Scott AFB Illinois. This position is contingent upon award of the USTRANSCOM Command, Control, Communication & Cyber Systems Managed Information Technology Services (MITS), Enterprise support Managed services.

What You'll Get to Do:

CACI has an excellent opportunity for an experienced, self-directed, Service Desk Lead. This position is in support of a Department of Defense (DoD) organization, USTRANSCOM Directorate TCJ6 located at Scott AFB IL.

The Service Desk Lead will supervise and provide technical expertise to Service Desk Technicians. The Service Desk Lead shall prepare reports on incidents status and performance of request fulfillment. The Service Desk Lead will be responsible for supporting systems, users, and applications on a geographically dispersed Windows 10 Enterprise network. Lead the team in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions. Develop standards and procedures that provide for efficient operation of the infrastructure services and systems. Create and maintain systems documentation and SOPs. Responsible for thorough documentation for all desktop solutions and troubleshooting instructions in the Knowledge Databases. Supervise a large team, multiple teams, or team leads including scheduling and delegating duties and tasks within the team or across multiple teams. Ensure proper monitoring of systems or support requests is implemented for optimal uptime, customer service, and support. Actively monitor and report on systems to track achievement of Critical Success Factors (CSF). Monitor to ensure tickets are addressed within identified CSFs and in alignment with ITIL best practices. Oversee changes within the environment to ensure proper procedures are followed. Act as a mentor to members of the Service Desk team and provide direction. Responsible for employee actions including performance management and development.

Candidates need excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources.

More About the Role:

The successful candidate must be able to communicate clearly and succinctly both written and orally, have strong leadership skills, and present products and ideas in a business-like manner. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.

Lead service desk technicians as the primary point of contact between the user and the service in performance of event, incident, problem, or request. Change Management functions. Enhanced Trusted Agent support and multi-factor authentication support for 24x7x365 operations. Operate and manage service desk capabilities. Lead/run the incident management process from recording to final incident closure. Operate and manage remote access capability. Support exercises as needed. Manages a team with a focus on policy, implementation of strategic initiatives and execution of day to day deliverables. Establishes or works to achieve, team objectives, operational plans with measurable contribution towards the achievement of results of the job function or completion of a project.

You'll Bring These Qualifications:
  • Currently hold an adjudicated Secret Clearance and be able to maintain.
  • Professional certification that meets or exceeds DoD 8570.01. IAM I (Security+ CE or equivalent)
  • Microsoft Certified Solutions Associate (MCSA)
  • Minimum of five (5) years of experience managing a Service Desk tool suite for a large enterprise network.
  • Minimum of five (5) years of experience with Service Operations and IT Service Management
  • Working knowledge in all aspects of automation, telecommunications, and IT networks
  • Excellent troubleshooting and problem-solving skills.
  • Good communication skills; be able to communicate with ease in front of large audiences of senior IT and communications personnel.

Desired Qualifications:
  • Desired Service Desk Manager Certification, e.g., Service Desk Institute (SDI) Service Desk Manager, Help Desk Institute (HDI) Support Center Team Lead
  • Preferred a minimum of ten (10) years of experience in Information Technology.
  • ITIL v3 - Foundation
  • Automation using Microsoft PowerShell, VBScript, or batch files.
  • Adaptable to changing circumstances and operational needs.
  • Understanding of Department of Defense Military standards
  • Experience working with and supporting Cisco Routers and Switches
  • Experience with DoD IT security requirements

What We Can Offer You:
  • We've been named a Best Place to Work by the Washington Post.
  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
  • We offer competitive benefits and learning and development opportunities.
  • We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
  • For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.


Company Overview:

CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

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